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Are you a bully? And don't even know it?


Bullying in the workplace happens more often than you think. Bullying can be subtly masked, but still be as damaging as more obvious examples.

During this very candid, personal talk you will learn to how to spot some of the behaviors & common techniques of a workplace bully.

If you are wondering if your behavior is bullying, ask yourself how would others view what’s happening. If most people would see a specific behavior as unreasonable, it's time to change that behavior.

 

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The customer service paradigm is broken. Why you need to put your people first.


Too many leaders and companies preoccupied with the future results that their team members "feel like a number". Continuing down that path is inherently damaging to employee motivation and your bottom line.It is not too late to develop an employee-first company culture! Identifying and owning what is broken, clears the path to putting your people first.

Learn why internal customer service needs to be a priority and the consequences.

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What to do About Challenging Multifamily Recruitment and Retention

Given sustained, record low unemployment in the general economy, it’s not surprising that attracting and retaining quality associates is universally regarded as one of, if not the, most challenging parts of a senior executive’s job these days. Simply put, it’s an employee’s market! That was one of the least surprising insights from our 20 for '20 research - where we asked 20 senior multifamily executives for their perspectives on the industry outlook for the next few years.  Given the generally challenging conditions for talent acquisition and retention, we were keen to learn more about what strategies and tactics worked best for our 20 executives in this tight labor market. Retention in 2018: It's all about the culture Almost universally, these C-suite executives pointed first to culture. “When people can get more money elsewhere, you need to create an environment where there are other reasons they’ll want to stay,” was one variation on the general “It’s not only about money” theme. While it’s easy to tout “culture” as being important, we found it particularly challenging to get beyond those simple exhortations and into specific behaviors that drive a successful culture. The obvious risk is that in the absence of a tangible, winning culture, companies rely on “human resources inertia” to keep their people.  And unfortunately, it tends to be mediocre associates who stick around just to stick around while better associates take the initiative to find other opportunities. One respondent characterized his firm's approach with the quote attributed to Richard Branson: “Train them so they can leave; treat them so the......
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Working Your Business Strategy

Working Your Business Strategy
In my blog post "What Is Your Business Strategy?" I mentioned that there are three basic elements of business: price, service and quality. In my experience businesses that succeed compete well in two of the three categories. You may be wondering, "Shouldn't successful businesses compete on all three?" While I think that would be great, it's often not economically sustainable to try and have the lowest pricing and high quality and amazing service.  How this worksOne of the communities I worked at was ultra high-end luxury apartments with stunning ocean views in a very affluent area. When I started at the community we offered great service (we had a lot of staff on-site to cater to our residents) but we were undergoing a massive renovation at the time which meant that the majority of our amenities (a huge reason to rent there) were not able to be used for a while and we were doing renovation work in our apartments as well. All of this work affected the quality of what we offered to our residents and made our community less attractive to potential renters and to our current residents. We marketed this community as ultra-luxury but that was not the reality of the experience during this season. However we did NOT compensate for the temporary drop in quality with a decrease in our overall pricing strategy. There was a disconnect between what we offered and what we delivered. We were only competing in one of the three main areas and we suffered......
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The Importance of Volunteering and Charity Work

The Importance of Volunteering and Charity Work
Giving back to the community should be a part of every apartment company's operations. To begin with, it is simply the right thing to do. However, a commitment to philanthropy can have other powerful benefits as well.  Increasingly, employees and residents are seeking relationships with apartment firms that exhibit a commitment to corporate social responsibility (CSR) Therefore, providing ways for team members to volunteer and perform charity work can have powerful effects on employee morale and make your company more appealing to prospects, residents and investors. Here is a range of ways your company can help your employees give back: Paid time off to volunteerProviding employees with paid time off to volunteer for an organization or a cause of their choice shows that you care about the surrounding community, and that you care about your associates as people. It shows you want to support their passions and that you view them as more than just an employee. Group volunteer outings A company's charitable efforts can also incorporate group outings, in which associates work together to give back to a particular organization.   At ROSS, our associates have participated in group volunteer events at Fisher House Foundation and The Childrens’ Inn at NIH. We have orchestrated spring cleanups of facilities, provided meals for families, prepared gift baskets for residents, and coordinated a Wish List Drive so that our residents and employees can contribute needed items. Gift matchingSome apartment companies have implemented gift-matching programs to encourage employees' charitable donations. Employers typically provide a dollar-for-dollar m......
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Growing Your Property Management Business: How To Rise From 5 to 500 Units

Growing Your Property Management Business: How To Rise From 5 to 500 Units
With the year 2016 almost drawing its curtains, we can confidently declare that it was one hell of a ride for a bulk of property management firms. The real estate market scene in the US has indeed lived up to earlier predictions, as houses continue recording some of the highest rental rates and prices since before the economic downturn in 2007- fuelled by downright low mortgage rates and increased demand for property. And fortunately, it probably won’t end this year. Although a survey by Urban Land Institute and PricewaterhouseCoopers recorded a drop in positive sentiment at 69% down from 84%, a significant majority of the biggest research and reporting firms, including Trading Economics, Forisk and NAR, predict a continuous growth curve in 2017, all through to 2020 and beyond. The biggest beneficiaries of this boom, apart from property owners, of course, are property managers and real estate professionals. A majority of the 231,457 registered property management firms, however, going by figures reported by the U.S Small Business Administration, fall within the small-business bracket- managing a limited number of properties. This restricts the amount of profit such businesses make, with a bulk of the $74 billion annual revenue going to large firms with extensive property portfolios. Of course the only way to bounce into the big league of the most profitable management firms is growing your property portfolio. Unfortunately, going by the average annual property management firm growth rate of 4.6%, it would take you about 2 decades or so to climb from a 5 to a 10 unit p......
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Residents: 5 Truths About the Most Underrated, Most Underutilized Marketers on the Planet

Residents: 5 Truths About the Most Underrated, Most Underutilized Marketers on the Planet
Remember when prospects battled like shoppers on Black Friday - scratching and clawing for a handful of underpriced, supersized vacant apartments?  If you answered yes, chances are those days are long gone.  Marketing is essential to leasing and retention; without it communities become ghost towns and owners disappointed in the teams hired to manage their assets. Beyond the banners, balloons, and latest gimmick of the moment, marketing is most effective when the message is conveyed by those who believe in the product itself.  So, if the goal is to market a lifestyle, as opposed to an empty box, who better to spread the word than residents at your community?  Here are 5 truths that point to why residents can be a powerful marketing ally. 1. They have an extensive network – the wider the net, the better.  Family, friends, co-workers, friends of family members, friends of co-workers, the cashier in the checkout line, their children’s teachers …you get where I’m going with this.  As discovered in our “Today’s Online Renter Study”, 74.4% of apartment hunters trust the opinions of people they know.  You never know where the next lead will come from and residents could be a powerful and FREE marketing channel. 2. They love to brag – and will do so to a worldwide audience.  In the same study, 61.0% of residents said they would be willing to post a positive review if asked by their management company.  Talk about low hanging fruit!  Especially considering that 67.7% of apartment hunters trust online re......
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How To Keep Student Tenants For Their Entire Academic Career

How To Keep Student Tenants For Their Entire Academic Career
Finding new tenants each academic year can be a real burden on landlords and property managers. Tenant retention is an important issue which sometimes gets overlooked when it comes to student housing. Generally speaking, most college and university programs last between 2 to 4 years.   Many student renters will change up their accommodation each passing year, making landlords constantly on the hunt for new tenants. The process of replacing student tenants each year can be both time-consuming and costly. This process often involves a full cleaning of the rental, extensive planning and marketing, responding to email and phone inquiries, screening applicants and finally selecting the tenants.   But what if a landlord could keep student tenants for their entire academic career? Here are some tips on how to accomplish that!   Incentivize longer leases: One method to encourage an extended lease is to offer a discounted rental rate if a longer lease is signed. For example, a 1-year lease would have a rental price of $1,000 per month, 2-year would be $950 per month, 3-year would be $900 per month and so forth. A tenant could save quite a bit of money if they are willing to commit to a longer lease.  Offer discounted rent during months they aren’t occupying the rental:Most academic programs only last 8-9 months and typically students will be locked into a 12-month lease, where they pay for a few months when they aren’t occupying the unit. One option to help student tenants is to allow subletting. Ano......
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Don’t Let Being Busy Eat Away at Resident Retention

Don’t Let Being Busy Eat Away at Resident Retention
I recently had a conversation with a regional manager who accepted the fact that her leasing agents are just too busy to talk to people. And when I say “people,” I mean prospects and residents. That’s a scary thing. Yet I know it feels like the unvarnished truth most days. I shadowed a leasing agent (my friend) and was blown away by how many responsibilities he juggled in one short day. It wasn’t just leasing an apartment or talking to residents. On our way out to the golf cart, I stood in the doorway holding his keys for 15 minutes while his phone blew up. When we finally got in the golf cart, a resident walked up and asked about a package that was being held for her. My friend quickly jumped out of the golf cart to grab the package. And so it continued. What was interesting, though, was that he was extremely busy, but not too busy to talk to prospects and residents. He loved the interaction—seemed like he couldn’t get enough. He’d even stop the cart to talk to residents headed out to their cars or on a walk.   It reminded me of something my mentor told me when I started my career as a manager: “Ryan, it will be very easy to hide behind your desk and get buried in the paperwork and demands of the job. But don’t forget that your job is the people who work for you and the customers they serve. If you put them firs......
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Resident Retention Begins with Employee Engagement

b2ap3_thumbnail_The-half-and-halfspecial.png  We've been receiving quite a few requests for data recently: how to overcome the most common renewal objections, what incentives are the best for securing renewals, what are the best-attended resident events, how to generate the best online reviews from your best residents.  Resident retention. There are tips and tricks and strategies galore that can be shared. The correlations are clear. However... all the data in the world on resident retention will do you no good if your team members are not engaged. I read a great article recently on Connecting Customer Loyalty with Employee Loyalty that does a great job of defining the difference between a satisfied employee and an engaged employee. The bottom line is that an engaged employee is going to be the one who impacts resident retention. Why?  A satisfied employee will do everything expected of him. He'll cheerfully answer the questions and run the reports and check the boxes. And at the end of his shift, he'll head home, content with a day's work and a day's wage. He'll wave politely at Mrs. Anderson who is hurrying up the sidewalk to try and catch someone in the office before it closes. When Mrs. Anderson calls after him, he might cheerfully tell her to please call courtesy patrol if it's an emergency, or he might not hear her. It's 6:01 p.m., after all. An engaged employee will not only do everything that's expected of him, but he'll go a step further, when he can, to ensure the......
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